CX Ops Design - Operational Productivity Improvement Specialists

Get the most out of your CX Operations

 We help you to achieve the best in class blend of Operational Effectiveness and Customer Experience

Step by Step Path to success

We work with your teams to identify Key Customer Experience and Cost benefits, build tailored business solutions to suit your business, plan and manage seamless implementations and then ensure that the benefits are fully realised and managed over time with regular checkups and performance reviews. We pride ourselves on being able to offer fully supported services with best in class partners and suppliers.

Best in Class mix of CX management and Ops design

Build capability

Enable remote working
Activity routing
Knowledge Capability
Maximise collaboration

Manage remote teams

Keep people up to date
Manage compliance
Develop Training Capability
Optimise staff engagement

Improve Productivity

Increased Efficiency
Remove Waste and Duplication
Enhanced Operational Control
Develop activity transparency

Streamline workflow

Skills based routing
Blended workflow opportunities
Ring-fence removal
Channel optimisation

Improve agent skills

Faster path to proficiency
Improved first time resolution
Uplift in process adherence
Manage business knowledge

Measure peformance

Customer Experience KPIs
Operational KPIs
Customer Satisfaction
First Touch Resolution

Agent reporting

Real time reporting on Availability, Utilisation, Output, Quality, Agent Accuracy and other key measures relevant to your operation

Better functionality

Cloud CS services
Channel Optimisation
Skills based routing
Quality Management tools
Effective Knowledge usage

Making the case

Tailored business case modelling
Benefits sizing
Return on investment
Payback phasing

The benefits are real

Check out our case studies

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